Job Description
Objective To support the VAC operations unit, providing centralized support for appointment management, email response, Client relationships, IT improvements, serving as deputy for supporting the Manager - Operations, while ensuring compliance to all processes as per SLAs and Reporting requirements.Roles and Responsibilities Support network of all VACs across the country, providing appointment management, audit, feedback, IT & process improvement, and client relationship management as deputy to Manager - Operations.Indirect responsibility for the Unit's profitability and achieve targets (EBIT) set by the Zone/Region, including on-time remittance of Wire Reports for Missions.Develop and maintain business relationships with all Consulates and Embassies.Ensure compliance to all existing processes and meet the defined Service Level Agreements, especially appointment availability for all VACs.Ensures that the Teams are mentored & work towards adherence of all SOPs/ processes from an Operational and ISO perspective, including onsite support for audits.Responsible for implementation of process enhancements to improve quality & efficiency of the Unit.Facilitates and, encourages sharing of Best Practices.Track and minimize Unit's expense budgets and allocated resources.Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development.Ensures effective Process Monitoring (including internal and external audits).Manage Security (Physical & Data) at the VACs and to ensure effective controls are in place to pre-empt any physical / data security breach incidents.Work closely with the Value Added Services team in order to create new channels of Revenue.Liaison with support functions (Administration, HR, Finance, IT, etc.) for ongoing issues, projects, etc, as well as SPOC for Embassies and Consulates.Support manpower requisitions, through interviews and candidate selection, as needed.Provide support on all projects, if and as requested, by Manager - Operations to provide centralized support for all VAC network.Indicative KRA's/Budgetary and Revenue responsibilities Productivity of staffing across VACs Customer satisfaction (both Embassies/Consulates and Applicants), including directly responsible for ensuring upload of VOCs.Timely & Accurate Data entry and consolidation of all reports and Daily Manifest Reports EBIT targets met, supported by Manager - Operations Meeting Client SLA's.Ensure that the Teams are mentored & work towards adherence of all SOP's/ processes, required to be complied with, from an Organizational & ISO perspective.VAS rolled out and Sales targets met Adherence by self and staff to all SOPs.Qualification Education:Minimum:Bachelor's degree from accredited university.Job Types:Full-time, Contract Pay:$26.00 - $27.00 per hour Benefits:Dental insurance Health insurance Life insurance Paid time off Vision insurance Work Location:In person.